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One of the interesting byproducts of it was that we noticed that people started being nicer to us in the customer support.
但是，這個(gè)實(shí)驗(yàn)產(chǎn)生了一個(gè)有趣的副產(chǎn)品我們注意到用戶對我們的客服態(tài)度更加友善了
It was something sort of subconscious.
可能只是潛意識
We just were thinking like, wow, users are so much better now.
我們會覺得，現(xiàn)在的用戶這么好了
What's going on?
怎么了？
And we went back and looked at the data and we did some text analysis and we realized is that,
我們回顧了一下這些數(shù)據(jù)我們做了一些分析
oh, when it comes to only communicating with people over written words, like email,
發(fā)現(xiàn)，當(dāng)我們只是用書面的形式和客戶交流，比如說電子郵件
there's only three ways that you show strong emotions, right?
用戶只有三種方式來表達(dá)他們強(qiáng)烈的心情
Exclamation marks curse words, and all caps.
感嘆號，不好聽的話，或者把所有的字母都大寫
And sure enough on all three of those metrics, they've gone down.
用戶和我們的客服交流時(shí)
In sort of the way people were talking to us in the customer support.
情緒緩和了
Once people had a simple outlet for their emotions, right, people would be a lot more rational,
一旦用戶有了一種發(fā)泄情緒的出口他們就會變得更加理智一些
and it made our jobs a lot more pleasant as a result.
那么問題就會變得好處理一些
The other byproduct that is awesome is that you actually build better software when you do this.
另外一個(gè)很不錯(cuò)的副產(chǎn)品是開發(fā)的軟件會比以前更好了
Far better software. This is actually backed up by tons of research.
比以前好多了，這是基于大量研究得出的結(jié)論
Jared Spool, a user interface engineer, Jared Spool
是一個(gè)用戶界面工程師
which is sort of the big players in this space says like, there's a direct correlation to
他在這方面非常有權(quán)威他認(rèn)為，設(shè)計(jì)的好壞和
how much time we spend directly exposed to users and how good our designs sort of get.
和能直接面對客戶提出的質(zhì)疑的次數(shù)是正相關(guān)的
He says it has to come in this specific way.
就是這么具體
It has to be direct exposure, right?
你必須要直接面對客戶的質(zhì)疑
It can't be something where someone generates a report or through a graph,
只看反饋報(bào)告或者是圖表是不夠的
you have to be interacting with them somewhat real time.
你必須花時(shí)間與客戶面對面
It has to be a minimum of every six weeks.
至少每六周就得做一次
And it has to be for at least two hours.
每次至少兩個(gè)小時(shí)
Otherwise your software will get worse over time.
要不然的話，一段時(shí)間以后你們的軟件肯定會走下坡路
Our developers, our people who are on, on Wufoo were getting exposed to our users four to eight hours every single week.
Wufoo的軟件開發(fā)者每周至少要拿出4-8個(gè)小時(shí)的時(shí)間和用戶面對面交流
